Closed tickets don't change to Resolved

[Matthew Knab]

We have been under an audit and as they have been going through Jira to look at resolved on/off boarding tickets, they found that we have hundreds of tickets that, despite being in a Resolved workflow status, they still show as Unresolved under the Resolution column. I'm trying to figure out if there was a post-function I missed when building out this workflow, but I haven't been able to find one that lines up with that Jira column and move it to Resolved when the ticket gets closed. Any help would be appreciated. Thanks!

[Laurie Sciutti · Accepted solution]

Hi @Matthew Knab ~ issues need to have a value in the Resolution field in order to be considered Done.  This is typically handled via a Resolve Issue screen or a post-function.

[Matthew Knab]

Thank you Laurie, I think i finally found the right post-function to accomplish this. Can you recommend a way to change tickets in bulk to the Resolved status?

[Laurie Sciutti]

Glad you got it, @Matthew Knab !  For bulk updates, I use a built-in script in ScriptRunner that does this without having to re-transition any issues.  If you don't have SR, use the bulk change >> Transition and to set the Resolution as well (you might want to consider unchecking the "Send mail for this update" option as well so you don't spam your users.

[Matthew Knab]

Huh, I didn't even know that bulk tool existed. I do see the Transition option, but it says I don't have access to bulk edit for Transition. I find that to be odd because I'm the Jira admin.

[Laurie Sciutti]

@Matthew Knab ~ that could be that there is one/some of the issues have a workflow restriction that would prevent the transition.  Various reasons but you might want to try bulk transitioning a small number of issues from just one project that you know you can transition to Done.  If that works, you most likely will need to do it in chunks to determine which workflow has the restriction / condition.

[Matthew Knab]

I actually did try to lessen the load, and they all seem to have a restriction on them. Oh well, might have to do this the long and hard way lol. But thanks so much your help on this, I definitely can say I learned something in Jira today!

[Padmakshi Venkateswara Rao]

To address the issue of Jira tickets showing as "Unresolved" despite being in a "Resolved" status, add a post-function to your workflow transitions to automatically set the Resolution field to the appropriate value (e.g., "Done", "Resolved") when transitioning to the "Resolved" status. This ensures consistency and accuracy in your Jira data, especially during audits. Test the post-function thoroughly to ensure it functions as expected.